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Client Support Specialist

4 months ago

New Canaan, United States Bankwell Full time
About Bankwell:

Bankwell is a commercial bank with more than $3 billion in assets that serves the banking needs of businesses and individuals. At Bankwell, we pride ourselves on our unique ability to bring you high touch, high quality banking with the expertise and dedication of our experienced team of professionals. When it comes to business, our deep industry knowledge, flexibility and innovative treasury and financing services enable us to find the right solutions for our business and commercial clients. We're passionate about giving back and are actively involved with many not-for-profit organizations that help shape and improve the lives of others. We're dedicated to giving our time and talent to support the communities we serve. More about Bankwell can be found at www.mybankwell.com .

Summary of Position:

Bankwell's customer-facing teams are "Expert Allies" for our customers. Our Client Support Specialist is chiefly focused on providing exceptional customer care for our consumer and commercial customers.

Responsibilities include:
  • Offering world-class support to our growing client base by phone, chat, video and email with urgency, empathy, and a deep understanding of our products and services
  • Handling client problems through directly finding a resolution or by referring to the proper individual or department
  • Providing exceptional support and service around all digital products and services including:
    • Managing the onboarding process of new consumer and commercial digital banking customers
    • Performing daily maintenance and monitoring of the digital banking applications, such as Digital Insight and Fiserv
    • Participating in the evaluation and implementation of new digital banking services
    • Ensuring clients are educated, enrolled, and effective in leveraging their digital tools
    • Participating in ongoing knowledge growth and training on the bank's electronic services to further develop understanding and better serve clients
    • Providing feedback to our team's leadership on product/service improvements that would improve client experience based on day-to-day client engagements
  • Conducting periodic reviews of existing Treasury Management client files to ensure all documentation is complete and up-to-date
  • Conducting annual reviews on all Treasury/Cash Management client services and recommending appropriate funding limits to ensure regulatory compliance
  • Preparing and approving proposals including pricing, customer agreements and service documents in accordance with Bank policies and procedures
  • Preparing monthly activity reports
  • Supporting the Treasury Management/Cash Management Sales Team by preparing the proper sales documentation and participating on sales calls
  • Following up with clients to aid in the collection of necessary information and documents for implementation of new accounts/services (including requests from the Treasury Management Sales Team)
  • Continually seeking to improve our internal workflows and collaborating with team's leadership to consider ways to improve efficiency and streamline our processes
  • Maintaining our team's dedication to our SLA's and other performance-based metrics to ensure clients receive industry-leading service and care
  • Responsibilities to include additional duties as needed
Requirements

Qualifications & Skills:
  • Minimum 2 years' relevant Retail Banking or Deposit Operations experience
  • Minimum 2 years' experience serving clients directly
  • Exceptional customer service skills and sincere appreciation for serving others
  • Prior experience in the support and onboarding of electronic banking services for consumers and treasury management services for commercial clients is preferred
  • General understanding of Wire Transfer, ACH and the check clearing process
  • Strong organizational skills and attention to detail
  • Strong sense of integrity and personal ethics
  • Strong written and verbal communication skills
  • Ability to communicate effectively at all levels throughout the organization
  • Skilled in multi-tasking and managing competing priorities in a fast-paced environment
  • Willingness to work flexible hours, overtime and weekends if required
  • Proactive attitude and willingness to eagerly assist other team members
  • Eagerness to learn and remain coachable for continued growth and development
  • PC experience, including Windows, Apple and Smart Phone platforms (iPhone and Android); Familiarity with MS Word and Excel

This job description is a general description of essential job functions. It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees are expected to perform tasks assigned by supervisory personnel, regardless of job titles or routine job duties.

Bankwell is committed to a policy of Equal Employment Opportunity and will not discriminate against any applicant or employee on the basis of race, color, religion, sex, sexual orientation, national origin or ancestry, age, physical or mental disability, veteran or military status, marital status, or any other legally recognized protected basis under federal, state or local laws.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of Americans with Disabilities Act and certain other state or local laws. Please inform Bankwell's Human Resources representative if you need assistance completing any forms or to otherwise participate in the application process.

All employees are responsible for complying with banking regulations that apply to Bankwell. This includes, but is not limited to, adhering to the BSA and various consumer protection regulations, and complying with OFAC sanctions. Employees are required to complete compliance training and follow policies and procedures for applicable regulations based on their role. An employee's failure to comply with banking regulations will be individually reviewed and assessed. The result of non-compliance may impact job performance ratings and may be serious enough to require termination of employment.